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  • Escalates Issues Outside of The Scope of L1 To The L2 Team

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    SarathBatta
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    This document outlines the incident management process, which includes identifying incidents, logging them, categorizing and prioritizing them, and initially investigating them. The L-1 team acknowledges incidents to customers and can escalate issues to L-2 for in-depth investigation. L-2 provides clarification to customers for knowledge base if needed or escalates defects, enhancements or blocker incidents further.

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    inteview

    Original Title

    Incident Identification

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    This document outlines the incident management process, which includes identifying incidents, logging them, categorizing and prioritizing them, and initially investigating them. The L-1 team acknowledges incidents to customers and can escalate issues to L-2 for in-depth investigation. L-2 provides clarification to customers for knowledge base if needed or escalates defects, enhancements or blocker incidents further.

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    © All Rights Reserved
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    3 views1 page

    Escalates Issues Outside of The Scope of L1 To The L2 Team

    Uploaded by

    SarathBatta
    This document outlines the incident management process, which includes identifying incidents, logging them, categorizing and prioritizing them, and initially investigating them. The L-1 team acknowledges incidents to customers and can escalate issues to L-2 for in-depth investigation. L-2 provides clarification to customers for knowledge base if needed or escalates defects, enhancements or blocker incidents further.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    Incident identification

    Incident login
    Incident categorization
    Incident prioritization
    Initial investigation
    L-1 team can provide acknowledgement to the customer. By using this
    acknowledgement no customer can track his incident status.

    Escalates issues outside of the scope of L1 to the L2 team.


    L-2: in-depth investigation
    If case is related to clarification- cs team will provide clarification to the
    customer- this clarification is saved in knowledge base for same incident may
    happen in feature.
    If it is related to defect or enhancement If incident is blocker:- ie server down, application down, network failure.

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